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ITILSC-OSA practice test questions answers

Exin ITILSC-OSA Exam Dumps - Actual Questions Answers

ITIL Service Capability Operational Support and Analysis Exam

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  • Last Update: Jun 28, 2022
  • Number of Questions: 26 questions
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ITILSC-OSA Questions and Answers

Question # 1

Scenario

Vision Media is an international media organization, operating variouslines of business including:

  • Film Production
  • Television (production and delivery of their own channel in the United States VisionOne)
  • Print media (including newspapers in 15 countries)
  • Online Advertising

The organization has recently been restructured, and now iscomprised of the following companies and departments:

  • Vision Films (production of movies and television shows)
  • VisionOne (television channel)
  • VisionNews (coordinates all of the sub-companies involved in the delivery of printed newspapers, as well as being the centralized source of news information for all company owned media outlets)
  • VisionNet (managing the online and internet businesses)
  • Legal Services
  • Finance and Administration
  • Human Resources
  • Information Technology

The organization is also actively pursuing growth in the online market,and is currently holding discussions with the leading online newsprovider about the possible acquisition of their company. This wouldincrease the overall size of Vision Media by around 15%.

The Information Technology department acts as a Shared ServiceUnit, providing IT Services to all of sub-companies and departments,which complement some of the Internal Service Providers that alsoexist. The director of Information Technology has realized the need toimprove the quality of services offered by implementing ITIL, and hasdecided to do so using a phased approach. Some of the ServiceDesign and Service Transition processes have already beenimplemented, and they are now planning the implementation ofService Operation.

While the IT director does have tentative support from the otherdirectors and CEO, budgets for implementing the Service Operationprocesses have not been finalized, and still require a business caseto be formally submitted.

Refer to the exhibit.

The IT director is now considering the implementation of the ServiceOperation functions. However there seems to be overlap between thegoals and objectives for each of the functions, which is causing someconcern among staff involved in the project.

Which of the following responses BEST describes the objectives ofthe four Service Operation functions?

A)

B)

C)

D)

A.

Option A

B.

Option B

C.

Option C

D.

Option D

Question # 2

Functions are best described as?

A.

Self-Contained units of organizations

B.

Inter-related activities with a defined goal or output

C.

Closed loop control systems

D.

A team of IT staff who provide a single point of contact for all user communication

Question # 3

Scenario

You are the CIO of a large stockbroking firm, based in Hong Kong.Recently this company has acquired two other major firms in Londonand New York. Total Company staff now exceeds 800 people. EachFirm currently has their own Service Desk.

  • Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff
  • London has 3 SD staff to 140 employees with 3 2nd level support staff
  • New York has 5 SD staff to 250 employees with 5 2nd levelsupport staff

With this new merger comes new support issues. Complaints arecoming in to say that there si an imbalance with ratio of IT supportstaff to users, Service Desks in London and New York are havingtrouble knowing and supporting new systems which has resulted inusers calling Hong Kong Service Desk. This has resulted in higherresolution times and an inability to get through to the service deskThe Business is not happy with the current situation.

Refer to the scenario.

A)

B)

C)

D)

A.

Option A

B.

Option B

C.

Option C

D.

Option D

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